Field Based Engineer – North East

Field Based Engineer – North East

North East, Middlesborough, Newcastle, Sunderland and surrounding areas

£18000 – £25000 Company Vehicle and Mobile Phone

Overview To Support the installation of company and 3rd party products on Customer site. Ensuring that any such work is carried out to the highest standard in the most time and cost efficient way. Supporting a range of technologies including, Windows XP/7 desktop users, IP telephony, networks, computer hardware, peripherals and bespoke developed applications. Training will be provided for this role.

Responsibilities include:

– Diagnosing and resolving technical issues – On site to provide training/support

– Training users on functionality of GPC products

– Logging calls and escalating to 2nd line/R&D as per SLA’s

– Provide customers with a point of ownership throughout the duration of a support call, ensuring that the customer is kept up-to-date

– Swiftly escalate any customer complaints or issues to company management

– Maintain and develop technical knowledge in line with Product development

Essential Skills:

– Demonstrable Support & Project based working ethics

– Good Computer literacy skills

– PC hardware knowledge including fault diagnosis

– Experience of PC set-up and installation & configuration

– Good understanding of Windows XP / 7

– Experience and understanding of TCP/IP, routers, switches & basic network technologies

Desirable skills:

– Wider networking skills, Routing and Switching knowledge

– Experience in bespoke software, hardware

– Experience of Telephone systems and telephony integration

Key Responsibility Areas (This section details what the employee will be doing, from specific tasks through to areas of responsibility. It does not cover how they are to be done.)

a) To provide support of company equipment on customer sites (as well as remotely).

b) To provide remote and on-site support to assist in the resolution of calls logged via the company helpdesk, within appropriate timescales

c) To provide customers with a point of ownership throughout the duration of a support call, ensuring that the customer is kept up-to-date

d) To work with management and logistics to ensure the accurate tracking of all spares used during support calls

e) To work with the Helpdesk and Project Engineers to ensure the accurate recording and tracking of all customer related activities

f) To work with Sales, R&D, Product Managers to assist in the development of new designs and proposals when required

g) To continue to pursue self-development through study and practice

h) To assist in the development and training of other engineers

i) Maybe required to participate in the Company out of hours Standby rota

j) May be required to assist with customer and internal work outside of core working hours, if requested to do so